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Assistant Manager, Customer Services
AIAAIA Blue Cross, Hong Kong, HK13 days ago
Job descriptionStrategic, forward thinking, customer-oriented and result-oriented; Proactive, attention to details, able to work under pressure in a dynamic and changing environment to meet agreed timelines; Excellent judgment, problem-solving, decision-making and leadership skills; Strong interpersonal and communication skills with the ability to communicate effectively at all levels; Good command of both written and spoken English and Chinese. Proficient in Microsoft Word, Excel, PowerPoint, Outlook and Chinese Word Processing. University degree; Fulfilment of the fit and proper criteria of the Insurance Authority for licensing as an individual insurance agent of the Company, and the minimum education and qualifications requirements, including but not limited to passes in IIQE Paper 1, 2 [subject to the regulated activities to be conducted] ; Minimum 6 years’ work experience in customer service call centre or frontline counter centre, of which at least 2 years at managerial level. You are required to obtain the relevant license(s) if your job involves regulated activities
FIND YOUR 'BETTER' AT Blue Cross
If you believe in better, we’d love to hear from you.
About the Role
Responsible for handling and resolving complaints for customers
Duties / Accountabilities
- Provide and process information in response to customer’s enquiries, concerns and requests;
- Provide advice and solutions to resolve customer feedback cases and to enhance customer satisfaction through effective coaching;
- Handle and investigate the escalated cases from colleagues or regulator in both written and verbal communication;
- Assist in regular resources planning and allocation through roster management so as to maximize the function and production of individuals;
- Assist in implementing management’s new business initiatives to enhance the company’s customer service standards and reputation in the market;
- Motivate, coach and develop staff to ensure high performance and achievement of individual, team and department objectives;
- Obtain and maintain licence as an individual insurance agent of Blue Cross with the Insurance Authority, and, where necessary, upon successful licensing as individual insurance agent with the Insurance Authority, advise on or arrange contracts of insurance or carry on regulated activity.
Competencies
Education / Work Experience
Others :
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Assistant Manager • AIA Blue Cross, Hong Kong, HK
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